A missing gift almost always comes down to one of two things: the gift was never claimed in the cart, or it was on the order and did not make it into the box. Katie can tell which, and put it right, in about a minute — you will need your order number and the email address you checked out with.

If you forgot to claim it

Free gifts are not added automatically. You choose the reward in your cart before checking out, so an order that qualified can still go through without one.

If your order has not shipped yet, we will add the gift to it at no charge and it travels in the same box. If it has already shipped, we will still send the gift free — we just ask $10 towards posting it on its own. You will get an invoice for the postage by email, and it ships as soon as that is paid.

One replacement per order.

If the gift was on your order and did not arrive

We will send a replacement at no charge, to the address on the order. No photos, no ticket, no waiting.

If the gift is not showing at checkout

  1. Check that your cart total reaches $199 before shipping and taxes.
  2. Make sure the promotional item is in your cart. Claim the reward in your cart before you check out; it is not added for you.

No promo code is needed for a free gift, but only one promotion applies per order: a discount code you already entered will replace it. See Can I use a promo code and a free gift together?.

Returns and exchanges

You keep the free gift when you exchange an item. If you return an item for a refund and keep the gift, the full value of the gift is deducted from your refund.